"Rude Staff in the canteen"

About: William Harvey Hospital

(as a friend),

Everyone who walks into a hospital hates it. I hate coming to the WHH every single time because my Dad died here very suddenly 6 years ago. Every time I come I get upset. I steeled myself today to bring someone for an appointment. He went off to that leaving me in the canteen. I had no money so withdrew cash from the cash point. I was charged £1. 99. I then went and joined the huge queue at the cafe shop. Eventually I arrived at the front and ordered my tea. She spotted the £20 note I'd just paid £1. 99 to withdraw and said she couldn't help me if I didn't have anything smaller. She was quite dismissive of me. I asked if I could pay by card. No. She moved onto the next customer. So now I'm waiting and seething on top of being sad to be here. In my opinion customer service is clearly lacking here. Just plain rude.

I guess when you are working within a public service you don't need to bother with being polite. Oh no hang on, I work for a public service and its not the case at all. Perhaps just some education for your staff. Perhaps some mystery shopping!

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Response from Julie Pearce, Chief Nurse + Director of Quality + Operations, East Kent Hospitals University NHS Foundation Trust

Thank you for your providing feedback, I am really sorry to hear of your experience, and understand your anxieties about being in a hospital.

We do have a programme of mystery shoppers, members of our council of governors from time to time do sample our services and provide helpful feedback on a range of issues.

I will provide feedback to the company who currently runs the retail outlets - we are all part of the same team and would expect their staff to provide an excellent customer service.

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